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Common Issues

Fast answers to the most common support questions.

Can't log in​

"Invalid email or password"

  • Use the password reset option on the sign-in screen
  • Check caps lock
  • Verify you're using the right email (personal vs. admin)
  • Always type nlarj.app into your browser — never trust a link in an email (see Phishing)

"Account not verified"

  • Check your inbox (including spam) for the verification email
  • Tap Resend verification email on the sign-in screen

"Church not verified"

  • You can sign in, but some features stay locked until church verification is complete
  • Check status in Settings → Church Profile
  • If pending more than 48 hours, email support@nlarj.app

Forgot my password​

  1. On the sign-in screen, tap Forgot password?
  2. Enter your email
  3. Check your inbox for the reset link (and spam folder if you don't see it)
  4. Follow the link and set a new password

If you don't receive the email after 10 minutes, email support@nlarj.app from the address on your account.

Legal / Terms screen keeps appearing​

If the Terms / Privacy screen keeps showing after you accept:

  1. Tap Accept and continue one more time — the profile is refreshed after acceptance and may need a second attempt on slow networks
  2. Close and reopen the app — on the next launch the app fetches a fresh profile before deciding whether to show the legal screen
  3. If it still appears, sign out (Settings → Sign out) and sign back in
  4. Still stuck? Email support@nlarj.app with your Church ID

App is slow​

Desktop:

  • Close other heavy apps (video editors, large spreadsheets)
  • Restart the app
  • Update to the latest version

Mobile:

  • Force-close the app and reopen
  • Update to the latest version in App Store / Google Play
  • Restart the phone

Session expired — signed out unexpectedly​

Church Admin desktop only. For security, desktop admin sessions have a maximum continuous-use window. When it elapses, you'll be signed out and need to sign in again — even if you were actively using the app.

This is intentional: desktop admin accounts have broad permissions, so we limit how long an attacker could use an unlocked machine.

  • Mobile admin sessions don't have this limit
  • You'll see a banner shortly before the timer elapses so you can save work

If you're being signed out sooner than expected, another device may have signed you out from Active Sessions.

Notifications not arriving​

Mobile:

  • iOS Settings → Notifications → Nlarj → Allow
  • Android Settings → Apps → Nlarj → Notifications → Enable all

Desktop:

  • Settings → Notifications → Enable system notifications

In-app:

  • Settings → Notifications — make sure each category isn't muted
  • Link expired — invite links expire after 7 days; create a new one (see Invite Members)
  • Church member limit reached — your plan may have a member cap; see Subscription or contact billing@nlarj.app
  • Link copied incorrectly — always use the Copy Link button; don't hand-type

Chat messages not delivering​

  • Both sender and recipient must be members of the same church
  • If a member's status is not Active, they won't receive messages until reactivated
  • Pull down on the chat list to force a resync

Sermon video won't play​

  • Mobile — check data-saver mode is off
  • Desktop — try a different network (some corporate firewalls block video streaming)
  • Both — wait 30 seconds and retry (occasional storage hiccups)
  • See Stream Issues for streaming-specific problems

Giving fails​

  • "Card declined" — contact your bank (insufficient funds, region restriction, fraud hold, etc.)
  • "Invalid UPI ID" — double-check the VPA in the bank's own app, then retry
  • "Payment pending" — some providers delay confirmation by up to a minute; check again in 2 minutes
  • Persistent failures — verify the details in Giving Setup; make sure your provider account is active on the provider's own dashboard

App crashes on open​

Mobile:

  1. Force-close and reopen
  2. If persists: uninstall and reinstall (your data is in the cloud, nothing is lost)
  3. Update the phone's OS to the latest version

Desktop:

  1. Update the app to the latest version
  2. If corrupted: uninstall and reinstall
  3. If it still crashes, email support@nlarj.app with the model of your laptop and the OS version — we'll help you gather the right log to attach

Can't invite the same email twice​

If a member existed previously and you removed them:

  • Removed within 30 days — the account can be restored (it's not permanently deleted)
  • Removed more than 30 days ago — the data is gone and you can invite the same email as a new member

Email support@nlarj.app if you need help restoring a removed member.

Accidentally deleted a sermon​

  • Within 30 days — contact support@nlarj.app with the sermon title and date; deletions are soft and can be reversed
  • After 30 days — the metadata is gone. If your own cloud storage (BYOS) still has the video file, we can help re-link it
  • Prevent this — think twice before confirming delete on a long-running sermon library

Still stuck?​

  • Search this documentation (top-right search)
  • Check Stream Issues for streaming-specific problems
  • Email support@nlarj.app with:
    • Your Church ID
    • The exact error message
    • Screenshots (redact sensitive info — never include tokens or passwords)
    • What you've already tried